Determinants of service quality and continuance intention of online services: The case of eTax

Paul Jen Hwa Hu, Susan A Brown, James Y L Thong, Frank K Y Chan, Kar Yan Tam

Research output: Contribution to journalArticle

87 Citations (Scopus)

Abstract

This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were collected via a two-stage longitudinal online survey of 518 participants before and after they made use of the eTax service in Hong Kong. The results showed that both service characteristics (i.e., security and convenience) and one of the technology characteristics (i.e., perceived usefulness, but not perceived ease of use) were the key determinants of service quality. Another interesting and important finding that runs counter to the vast body of empirical evidence on predicting intention is that perceived usefulness was not the strongest predictor of continuance intention but rather service quality was. To provide a richer picture of these relationships, we also conducted a post-hoc analysis of the effects of service and technology characteristics on the individual dimensions of service quality and their subsequent impact on continuance intention and found assurance and reliability to be the only significant predictors of continuance intention. We present implications for research and practice related to online services.

Original languageEnglish (US)
Pages (from-to)292-306
Number of pages15
JournalJournal of the American Society for Information Science and Technology
Volume60
Issue number2
DOIs
StatePublished - Feb 2009

Fingerprint

online service
Quality of service
determinants
Taxation
Online services
electronic government
online survey
taxes
Hong Kong
driver
Perceived usefulness
Predictors
citizen

ASJC Scopus subject areas

  • Software
  • Artificial Intelligence
  • Information Systems
  • Human-Computer Interaction
  • Computer Networks and Communications

Cite this

Determinants of service quality and continuance intention of online services : The case of eTax. / Hu, Paul Jen Hwa; Brown, Susan A; Thong, James Y L; Chan, Frank K Y; Tam, Kar Yan.

In: Journal of the American Society for Information Science and Technology, Vol. 60, No. 2, 02.2009, p. 292-306.

Research output: Contribution to journalArticle

@article{a35c447de2ee48499376661c437b8ea2,
title = "Determinants of service quality and continuance intention of online services: The case of eTax",
abstract = "This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were collected via a two-stage longitudinal online survey of 518 participants before and after they made use of the eTax service in Hong Kong. The results showed that both service characteristics (i.e., security and convenience) and one of the technology characteristics (i.e., perceived usefulness, but not perceived ease of use) were the key determinants of service quality. Another interesting and important finding that runs counter to the vast body of empirical evidence on predicting intention is that perceived usefulness was not the strongest predictor of continuance intention but rather service quality was. To provide a richer picture of these relationships, we also conducted a post-hoc analysis of the effects of service and technology characteristics on the individual dimensions of service quality and their subsequent impact on continuance intention and found assurance and reliability to be the only significant predictors of continuance intention. We present implications for research and practice related to online services.",
author = "Hu, {Paul Jen Hwa} and Brown, {Susan A} and Thong, {James Y L} and Chan, {Frank K Y} and Tam, {Kar Yan}",
year = "2009",
month = "2",
doi = "10.1002/asi.20956",
language = "English (US)",
volume = "60",
pages = "292--306",
journal = "Journal of the Association for Information Science and Technology",
issn = "2330-1635",
publisher = "John Wiley and Sons Ltd",
number = "2",

}

TY - JOUR

T1 - Determinants of service quality and continuance intention of online services

T2 - The case of eTax

AU - Hu, Paul Jen Hwa

AU - Brown, Susan A

AU - Thong, James Y L

AU - Chan, Frank K Y

AU - Tam, Kar Yan

PY - 2009/2

Y1 - 2009/2

N2 - This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were collected via a two-stage longitudinal online survey of 518 participants before and after they made use of the eTax service in Hong Kong. The results showed that both service characteristics (i.e., security and convenience) and one of the technology characteristics (i.e., perceived usefulness, but not perceived ease of use) were the key determinants of service quality. Another interesting and important finding that runs counter to the vast body of empirical evidence on predicting intention is that perceived usefulness was not the strongest predictor of continuance intention but rather service quality was. To provide a richer picture of these relationships, we also conducted a post-hoc analysis of the effects of service and technology characteristics on the individual dimensions of service quality and their subsequent impact on continuance intention and found assurance and reliability to be the only significant predictors of continuance intention. We present implications for research and practice related to online services.

AB - This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were collected via a two-stage longitudinal online survey of 518 participants before and after they made use of the eTax service in Hong Kong. The results showed that both service characteristics (i.e., security and convenience) and one of the technology characteristics (i.e., perceived usefulness, but not perceived ease of use) were the key determinants of service quality. Another interesting and important finding that runs counter to the vast body of empirical evidence on predicting intention is that perceived usefulness was not the strongest predictor of continuance intention but rather service quality was. To provide a richer picture of these relationships, we also conducted a post-hoc analysis of the effects of service and technology characteristics on the individual dimensions of service quality and their subsequent impact on continuance intention and found assurance and reliability to be the only significant predictors of continuance intention. We present implications for research and practice related to online services.

UR - http://www.scopus.com/inward/record.url?scp=60549105014&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=60549105014&partnerID=8YFLogxK

U2 - 10.1002/asi.20956

DO - 10.1002/asi.20956

M3 - Article

AN - SCOPUS:60549105014

VL - 60

SP - 292

EP - 306

JO - Journal of the Association for Information Science and Technology

JF - Journal of the Association for Information Science and Technology

SN - 2330-1635

IS - 2

ER -